APPENDIX F – CATEGORY ONE TECHNICAL/BUSINESS …



Minimum Specifications for Bid 00612APPENDIX F – CATEGORY ONE TECHNICAL/BUSINESS REQUIREMENTS(Purchasing cards, Travel Cards, One Card, Declining Balance/Managed Spend Cards)IntroductionThis Appendix contains the detailed technical and business requirements pertaining to Category One. See Section 8 (Evaluation and Award) for a list of other requirements that must be met in order to be considered responsive to this RFP.DES has determined that it is best to define its requirements, desired operating objectives, and desired operating environment. DES will not tailor these needs to fit some solution a Proposer may have available; rather, the Proposer shall propose to meet the DES's needs as defined in this RFP.Appendix F (Category One Technical and Business Requirements) in its entirety forms the Statement of Work for RFP 00612, Category One. Responses to Technical and Business RequirementsAll of the requirements described in this section are service levels and terms and conditions that DES expects to be satisfied by the Proposers. Proposers must indicate their willingness and ability to satisfy these requirements. Responses to the requirements in this section must be included in Proposer’s Proposal, Envelope 1 (Refer RFP Section 4). Appendix F must be completed in accordance with the instructions provided herein and submitted with the Proposer’s proposal as specified in RFP Section 4.As applicable, responses to the requirements will be evaluated and awarded points in accordance with RFP Section 8 (Evaluation and Award).Designation of RequirementsThe requirements specified in this Appendix are classified as either mandatory (M), mandatory-scored (MS) or non-mandatory (NM). For all requirements listed in this section, Proposers must:Indicate whether the Proposer agrees to the individual requirement by marking either a “Yes” or “No” in the column next to the requirement; and Provide a thorough narrative response to the requirement labeled with the corresponding requirement number describing your ability to meet the requirement.Note: All requirements which are marked “Yes” in the “Live Demo” column will be scored separately as part of the Oral Presentation/Live Demonstration in accordance with RFP Section 8 (Evaluation and Award). Mandatory (M) Requirements.All items labeled mandatory (M) are not negotiable. A Pass/Fail evaluation will be utilized for all mandatory requirements in this Appendix. All requirements labeled mandatory must be marked “Yes” to pass. Failure to respond to any mandatory requirement shall result in disqualification of the proposal.Mandatory-Scored (MS) RequirementsAll items labeled mandatory-scored (MS) are not negotiable. Responses to these requirements will be evaluated and scored as specified in RFP Section 8 (Evaluation and Award). Failure to respond to any mandatory-scored requirements shall result in disqualification of the proposal. Non-Mandatory (NM) RequirementsSome listed standards are identified as non-mandatory (NM). Proposers are not required to comply with these requirements in order to be compliant with the RFP requirements. However, if a Proposer offers any of these non-mandatory requirements, the Proposer must meet the minimum requirements as stated in this section.Technical RequirementsThis section contains the detailed technical requirements pertaining to Category One.Online SystemNo.RequirementTypeMeetsYes NoLive Demo2.1.1The Contractor shall provide an online (web-based) purchase card data management and reporting system. The online purchase card system must have the capability to perform the following functions, at a minimum during the term of the contract:Data collection and management (Section 2.2)Administration of system and accounts (Section 2.3)Reporting output and data transfer (Section 2.4)M FORMCHECKBOX FORMCHECKBOX Data Collection and Management (M)Critical to the operation of every participating state is the ability to capture and display transaction data as made available from the merchant; as well as overall purchase card program information.Proposers must provide details describing at a minimum, the proposed system design, flexibility, capabilities and how the proposed system will comply with each requirement contained in this section.No.System RequirementTypeMeetsYes NoLive Demo2.2.1Ability to capture and display transaction data at the following minimum levels:CardholderApproving officialAgency office or unitAccount / billing (available at different levels)Agency Program Administrator or alternates (available at different levels)Participating State (all state entity transactional data, statewide administrative level and compliance review group)M FORMCHECKBOX FORMCHECKBOX 2.2.2Ability to capture and display Level 2 and Level 3 transaction data as made available from the merchantsM FORMCHECKBOX FORMCHECKBOX 2.2.3Ability to capture and display tax identification number (TIN)M FORMCHECKBOX FORMCHECKBOX Yes2.2.4Ability for entity-defined accounting code structure/segments of one hundred-fifty (150) minimum characters to be attached at transaction levelM FORMCHECKBOX FORMCHECKBOX Yes2.2.5Ability for entity to set requirements for accounting code segments (i.e. mandatory /non-mandatory, etc.)M FORMCHECKBOX FORMCHECKBOX Yes2.2.6Ability for Entity to define valid value tables for each accounting code segmentM FORMCHECKBOX FORMCHECKBOX Yes2.2.7Ability for Entity to maintain data in valid value tables and/or upload new tablesM FORMCHECKBOX FORMCHECKBOX Yes2.2.8Ability for system to validate segment data against valid value table dataM FORMCHECKBOX FORMCHECKBOX Yes2.2.9Ability for Program Administrator to assign, edit, and delete “default” accounting codes(s) for each cardholder and/or managing account levelM FORMCHECKBOX FORMCHECKBOX Yes2.2.10Ability for Program Administrators to assign, edit, and delete default accounting codes for program hierarchies.NM FORMCHECKBOX FORMCHECKBOX Yes2.2.11Ability for user to manually input accounting code segment data and/or edit “default” accounting code segment data at the transaction level.M FORMCHECKBOX FORMCHECKBOX Yes2.2.12Ability for cardholder to save and edit frequently used accounting codes (create user profile for each cardholder)M FORMCHECKBOX FORMCHECKBOX Yes2.2.13Ability for multiple accounting codes fields per transaction (minimum of ninety-nine [99] transaction splits)M FORMCHECKBOX FORMCHECKBOX Yes2.2.14Ability for user to manually enter tax and freight detail at transaction levelM FORMCHECKBOX FORMCHECKBOX Yes2.2.15Ability for user to manually enter notes and comments at transaction levelM FORMCHECKBOX FORMCHECKBOX Yes2.2.16Ability for Program Administrators and cardholders to attach invoices and supporting documentation to the transaction in the following formats: pdf. jpg. tiff., etc.NM FORMCHECKBOX FORMCHECKBOX Yes2.2.17Must be PCI DSS compliant. Provide proof or certification.M FORMCHECKBOX FORMCHECKBOX YesAdministration of System Accounts (M)Critical to the operation of every participating state is the ability to administer the system approval process and users’ access and privileges online.Proposers must provide details describing at a minimum, the proposed system design, flexibility, capabilities and how the proposed system will comply with each requirements contained in this section.No.System Administrative RequirementsTypeMeetsYes NoLive Demo2.3.1Ability for Program Administrator to establish roles, access, and authority levels for all users (i.e. managers, approvers, cardholders)M FORMCHECKBOX FORMCHECKBOX Yes2.3.2Ability for system to have a minimum of five (5) levels of program hierarchyM FORMCHECKBOX FORMCHECKBOX Yes2.3.3Ability for system to route transactions through approval/workflow pathM FORMCHECKBOX FORMCHECKBOX Yes2.3.4Ability for Program Administrator to create an approval path of setting card limits higher than agency established limitsNM FORMCHECKBOX FORMCHECKBOX Yes2.3.5Ability for system to send email notification of pending approval(s) based on approval/workflow pathNM FORMCHECKBOX FORMCHECKBOX Yes2.3.6Ability for Program Administrator to edit and change cardholder billing and program hierarchy level informationM FORMCHECKBOX FORMCHECKBOX Yes2.3.7Ability for Cardholder to mark transactions sent to accounting for paymentNM FORMCHECKBOX FORMCHECKBOX Yes2.3.8Ability for system to lock (mark) transactions accounting code data from editing on a pre-scheduled timeline or as determined by the Program AdministratorNM FORMCHECKBOX FORMCHECKBOX Yes2.3.9Ability for Program Administrator to register card online, establish system user ID/password online.M FORMCHECKBOX FORMCHECKBOX Yes2.3.10Ability for Program Administrator to update cardholder information, i.s. address, last name onlineM FORMCHECKBOX FORMCHECKBOX Yes2.3.11Ability for Program Administrator to set up new cardholder accounts onlineM FORMCHECKBOX FORMCHECKBOX Yes2.3.12Ability for Program Administrator to activate multiple accountsM FORMCHECKBOX FORMCHECKBOX Yes2.3.13Ability for Program Administrator to issue or order replacement cards onlineM FORMCHECKBOX FORMCHECKBOX Yes2.3.14Ability for Program Administrator to add and change user ID, role, authority level M FORMCHECKBOX FORMCHECKBOX Yes2.3.15Ability for Program Administrator to reset user ID password and unlock user IDM FORMCHECKBOX FORMCHECKBOX Yes2.3.16Ability for Program Administrator to change (increase or decrease) cardholder credit limits for either a single transaction or monthly limit (temporary or permanent) in real timeM FORMCHECKBOX FORMCHECKBOX Yes2.3.17Ability for Program Administrator to add, edit or remove restrictions (temporary or permanent) on Merchant Category Codes (MCC)M FORMCHECKBOX FORMCHECKBOX Yes2.3.18Ability for Program Administrator to deactivate, suspend, and terminate cards onlineM FORMCHECKBOX FORMCHECKBOX Yes2.3.19Ability for Program Administrator to terminate cards onlineNM FORMCHECKBOX FORMCHECKBOX Yes2.3.20Ability for Program Administrator, cardholder, and Approving Official to dispute transactions onlineNM FORMCHECKBOX FORMCHECKBOX Yes2.3.21Ability for Program Administrator, Cardholder, and Approving Official to report fraudulent charges online including the ability to notify Program Administrator that fraudulent charges have been reported.NM FORMCHECKBOX FORMCHECKBOX Yes2.3.22Ability for system to:Allow Cardholder access to view their statements onlineAllow Program Administrators to view Cardholders statements onlineSend email notifications of statement availabilityM FORMCHECKBOX FORMCHECKBOX Yes2.3.23Ability for Program Administrator and cardholder to check status of cards and view account information including but not limited to:balanceslimitschargesdeclined transactionsspend historydefault accounting codesdemographicsM FORMCHECKBOX FORMCHECKBOX YesOutput Including Reporting/Data Transfer (M)Critical to the operation of every participating state is the ability to generate reports on detailed transaction data. The contractor will be required to provide a system with versatile and comprehensive reporting capabilities.Proposers must provide details describing at a minimum, the proposed system design, flexibility, capabilities and how the proposed system will comply with each system requirement identified below.No.Output including Reporting/Data Transfer RequirementsTypeMeets Yes … NoLive Demo2.4.1Ability to report transaction data at the following minimum levels:CardholderApproving officialAgency office or unitAccount / billing (available at different levels)Agency Program Administrator or alternates (available at different levels)Participating State (all state entity transactional data, statewide administrative level and compliance review group)M FORMCHECKBOX FORMCHECKBOX 2.4.2Ability for system to have a minimum of seven (7) levels of reporting hierarchy as defined by each entity.M FORMCHECKBOX FORMCHECKBOX Yes2.4.3Ability to create custom extract files/mappers at no charge to the Customer for automatic feed into their financial system. (i.e., SAP, Oracle, SQL, PeopleSoft, Excel) in accordance with Section 3.2.3. This custom file will be created in such a manner that it can be imported into the agency’s financial system with no interaction, special programming, or manual entry of transaction data.M FORMCHECKBOX FORMCHECKBOX 2.4.4Ability for system to provide program and transaction data reports at various frequencies to meet each entities’ requirements including but not limited to:real timedailyweeklymonthly (billing cycle and calendar)quarterlyannually (fiscal and calendar)M FORMCHECKBOX FORMCHECKBOX 2.4.5Ability for system to allow Program Administrator or Cardholder to run a transaction detail report to include all user inputted dataNM FORMCHECKBOX FORMCHECKBOX Yes2.4.6Ability for reports to be accessible as defined by roles and access levelsM FORMCHECKBOX FORMCHECKBOX Yes2.4.7Ability for reports to be available in multiple formats (e.g., PDF, text, Excel, HTML, browser)M FORMCHECKBOX FORMCHECKBOX Yes2.4.8Ability for Program Administrator to schedule on-demand ad-hoc reportsM FORMCHECKBOX FORMCHECKBOX Yes2.4.9Please provide a complete list and description of all standard or “canned” reports available and who has authority to view themM FORMCHECKBOX FORMCHECKBOX 2.4.10Please describe in detail the process for ordering custom reportsM FORMCHECKBOX FORMCHECKBOX Business RequirementsThis section contains the detailed business requirements pertaining to Category One.Customer Service (MS) Customer service and support are key components in the successful operation of any card program. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Contractor’s system of support for each state will include:No.Customer Service RequirementTypeMeetsYes … No3.1.1Contractor shall provide a secure authorized support system (s) that would be available at all various hierarchical levels of the Program. Please describe in detail your ability to meet this requirement.MS FORMCHECKBOX FORMCHECKBOX 3.1.2Contractor will be required to provide a designated customer service team per state familiar with all aspects of the WSCA/NASPO Commercial Cards Solutions contract. The designated customer service team may provide service to multiple states as long as customer service level meets states requirements. Please describe in detail your proposal for providing a designated customer service team for each state.MS FORMCHECKBOX FORMCHECKBOX 3.1.3Contractor will be required to provide a domestic and international toll-free number available to cardholders 24/7 365 days/yr. Please provide the customer service numbers available to cardholders. Please indicate what cardholder support would be available at this number, including but not limited to:reporting lost or stolen cardscardholder transaction informationcardholder general account informationreporting fraudMS FORMCHECKBOX FORMCHECKBOX 3.1.4Contractor will be required to provide at least one (1) designated Relationship Manager assigned in each participating state familiar with all aspects of the WSCA/NASPO Commercial Card Solutions contract. Relationship Manager must be available to Program Administrators and Contract Administrator Monday through Friday during regular business hours. Relationship Manager may provide service to multiple states as long as service level meets states requirements. Relationship Manager will provide managing account support to Program Administrators, contract support to Contract Administrators in each state. Please describe in detail how you meet this requirement.MS FORMCHECKBOX FORMCHECKBOX 3.1.5Contractor will be required to provide at least one (1) designated Account Coordinator assigned to each state familiar with all aspects of the WSCA/NASPO Commercial Card Solutions contract and available to the Participating State/Agency’s Program Administrators during the Participating State/Agency’s regular business hours to assist with day-to-day program management. Account Coordinator will provide day-to-day account management support to Program Administrators. Account Coordinator may provide service to multiple states as long as service level meets states needs. Please describe in detail how you meet this requirement.MS FORMCHECKBOX FORMCHECKBOX 3.1.6Contractor will be required to assure internal staff are trained and educated in all aspects of the WSCA/NASPO Commercial Card Solutions Contract. Please describe in detail your internal staff training/education plan for support of this contract.MS FORMCHECKBOX FORMCHECKBOX 3.1.7Contractor will be required to benchmark customer service. Please describe your internal customer service responsiveness benchmarks, how are they defined, monitored, and adjusted to meet customer need.MS FORMCHECKBOX FORMCHECKBOX 3.1.8Contractor will be required to have an established escalation process. Please describe in detail your escalation point(s) of contact for cardholders, program administrators, contract administrator.MS FORMCHECKBOX FORMCHECKBOX 3.1.9Please describe in detail any additional customer support services you provideMS FORMCHECKBOX FORMCHECKBOX Implementation/Transition(MS)The time line and assigned resources of the multi-state implementation/transition to a new Contractor are critical. Contractor will be responsible to fully cooperate with current Contractor and State during all phases of the implementation/transition. The contractor must notify the State in writing of any changes to key personnel at any time during the implementation/transition phase. The state reserves the right to request a change in key personnel at any time. Key personnel could be implementation/transition project manager, technology resource, implementation coordinator, etc.Response should be clear and concise. System screenshots may be included where appropriate. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Proposer’s implementation/transition response will include:No.Implementation RequirementsTypeMeetsYes … No3.2.1Contractor will be required to allow multiple agencies/organization in all participating states to participate in this contract. Please describe in detail your agency/participant qualification, enrollment, and set-up process with a sample of any documentation/form(s) that will be required by agency/participant prior to participation in the WSCA Master Agreement.MS FORMCHECKBOX FORMCHECKBOX 3.2.2Contractor must have a pre-established account set-up process that may be customized based on the needs of each participating state. Please describe in detail your account set-up process including, but not limited to:Roles and responsibilities of Customer and ContractorTimeline for set-up processMS FORMCHECKBOX FORMCHECKBOX 3.2.3Contractor shall provide, at no cost to the Customer, the ability to download data from the system and the automatic creation of batch upload files containing accounting data to agency internal accounting systems to include, at a minimum, a custom interface file to any internal system(s) designated by the agency. Contractor will be required to provide custom extract files at the request of state/participant. The custom extract file shall be created in such a manner that it can be imported into the agency's internal accounting/financial system with no special programming or manual entry of transaction data.Please describe in detail your process for setting up a custom extract file creation including, but not limited:Roles and responsibilities of Customer and ContractorTimelineMS FORMCHECKBOX FORMCHECKBOX 3.2.4Contractor will be required to provide electronic access to online system for Customer testing during all phases of the account setup process. Please describe in detail your ability to meet this requirement.MS FORMCHECKBOX FORMCHECKBOX 3.2.5Contractor will be required to provide an Implementation/Transition Communication plan. Please describe in detail your implementation/transition communication plan including, but not limited to:Staff resourcesMethod(s) of communicationTiming(s) of communicationMS FORMCHECKBOX FORMCHECKBOX 3.2.6Contractor will be required to provide a timeline for implementation. Each state implementation shall not exceed nine (9) months. Please describe in detail your complete implementation process.MS FORMCHECKBOX FORMCHECKBOX 3.2.7Contractor shall be responsible for the embossing and printing of the cards to each Participating State’s specifications. Each Participating State will be responsible for furnishing the necessary artwork (digital file) to the Contractor. Each participating states reserves the right to change the card design during its contract, and if doing so, will provide the Contractor with the artwork needed to make changes.Within each Participating State, agencies shall have the ability to customize the standard card stock. This will require customization options to the front side of the card for all agencies participating in the program. The customization options will include verbiage and/or logo or graphic embossing including but not limited to:Participating State/EntityProgramAgency/Department NameCardholder NamePicture/LogoPhrase (i.e. “FOR OFFICIAL USE ONLY”)Embossing Line, ALPHA OR NUMERIC VERBIAGE, (optional)Contractor supplied optionsContractor will mail all cards issued within five (5) business days or sooner after the Contractor receives cardholder account set-up information. Cards will only be mailed to the entity’s dedicated point of contact.Please describe in detail your card embossing, production, distribution, and activation process. MS FORMCHECKBOX FORMCHECKBOX 3.2.8Contractors will be required to provide an Implementation/Transition Training plan. Please describe in detail how you meet this requirement. MS FORMCHECKBOX FORMCHECKBOX 3.2.9Contractor will be required to provide qualified personnel resources during the implementation/transition process. Please describe in detail your company’s ability to provide an implementation resource’s roles, responsibilities, and level of expertise as a part of this contract. MS FORMCHECKBOX FORMCHECKBOX 3.2.10The Contractor must agree that at the end of any applicable contract, should any participating state conduct another procurement and award a new contract, the Contractor will work with the State Contract Administrator to ensure that an efficient and effective transition takes place within nine (9) months.Please describe in detail your “End of Contract” transition plan including, but not limited to:Contractor staffing for terminationlines of communicationtimeline for termination within maximum time allowedcard deactivation and closure process (no card shall be deactivated without each Participating Entity’s permission)Participating Entity total account reconciliation process and final paymentMS FORMCHECKBOX FORMCHECKBOX Training(MS)Initial and ongoing training are critical to each state’s ability to manage their program. Each individual state may have additional training requirements details within their individual Participating Addendum. Response should be clear and concise. System screenshots may be included where appropriate. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Proposer’s training response will include:No.Training RequirementsTypeMeetsYes … No3.3.1Contractor will be required to provide ongoing training for the life of the contract. Please describe in detail what resources will be provided for the ongoing training options including, but not limited to:typefrequencyresourcesMS FORMCHECKBOX FORMCHECKBOX 3.3.2Contractor will be required to provide Online Web-Based training. Please describe in detail your online web-based training options including, but not limited to:Transaction Management; including, but not limited to 1) entering account coding, 2) entering comments, 3) disputes, 4) reviewing and approving transactions 5) initiating payment processReporting; how generate standard reports, how to customize and create reports within the systemSystem administration; 1) customer/user id set-up, 2) card limit changes, 3) hierarchy set-up, 4) changing cardholder demographic information, 5)add, edit, or lift card restrictions, 6) de-activate, suspend, terminate cards, 7) dispute transactions, 8) save/edit frequently use accounting codes, 9) ordering replacement cardMS FORMCHECKBOX FORMCHECKBOX 3.3.3Contractor will be required to provide Onsite/Classroom training for Program Administrators. Please describe in detail your onsite/classroom training options including, but not limited to:typefrequencyMS FORMCHECKBOX FORMCHECKBOX 3.3.4Contractor will be required to provide Onsite User Group Forums. Please describe in detail your Onsite user Group Forum plan including, but not limited to:optional training, what type of training will you providefrequencysubject matter expert presentationsopportunity for customers to discuss issues and concernsMS FORMCHECKBOX FORMCHECKBOX 3.3.5Contractor will be required to provide Written User Reference Guides, both extensive and quick guides. Please describe in detail the written user reference guides you provide.MS FORMCHECKBOX FORMCHECKBOX 3.3.6Proposer will provide a detailed description of any other training options availableMS FORMCHECKBOX FORMCHECKBOX Payment Terms (MS)No.Payment TermsTypeMeetsYes … No3.4.1Contractor shall provide a properly completed invoice to each Customer. Each invoice shall be identified by the associated Contract Number for each participating state. Invoices for payment will accurately reflect all discounts, where applicable, due the customer. MS FORMCHECKBOX FORMCHECKBOX 3.4.2The full amount of each Participating Agency’s monthly balance or billing cycle balance, except for disputed or reported fraud items, will be due within forty-five (45) days from the billing cycle date of the Contractor invoice. If the Invoice is not postmarked within three business days after the billing cycle, the pay term can be extended the equal number of days between the third day after the billing cycle and the actual latest postmark date of the Statement. MS FORMCHECKBOX FORMCHECKBOX 3.4.3Payment may be made to the Contractor via check, cash warrant, bank wire, automated clearing house, or electronic funds transfer at the Participating Agency’s option. Payment sent via mail is considered paid on check or electronic issue date as long as postmarked by the third day after check issue date. A seven (7) day grace period for payments pulled from automated clearing process is required to avoid penalty or negative hit on rebate. MS FORMCHECKBOX FORMCHECKBOX 3.4.4Per Washington RCW 39.76, if a customer fails to make timely payment(s), Contractor may invoice for 1% per month on the amount overdue or a minimum of $1.00. Payment will not be considered late if an automatic or electronic payment is released from Customer’s bank, or a check or warrant is postmarked, within the time specified. This provision may not apply in every state. Other participating states may have their own rules regarding late payment penalties and will be addressed in their Participating Addendum.MS FORMCHECKBOX FORMCHECKBOX 3.4.5Contractor must provide detailed information and electronic copies for the proposed payment system, including, but not limited to:forms of accepted paymentpaper hard copy invoices/paymentelectronic invoices/payment including necessary hardware/softwareinvoice adjustmentslate payment collection and suspension policiesinvoice forms and reportscollection on delinquent accountsMS FORMCHECKBOX FORMCHECKBOX Liability (M)No.Liability RequirementsTypeMeetsYes … No3.5.1The State, WSCA/NASPO Participating States, and all Participating Agencies shall only be liable for the use of their cards with corporate liability on acquisitions that are authorized transactions. M FORMCHECKBOX FORMCHECKBOX 3.5.2DES and the Contractor through mutual agreement shall establish procedures for reporting lost or stolen cards and stolen cardholder account numbers. DES and all Participating Agencies shall have no liability for lost or stolen cards or fraudulent use of any corporate liability cards. The Contractor shall report to the Cardholder and the Agency Program Administrator reported fraud transactions and the resulting credit issuance or payment due determinations through immediate system generated letters and within monthly management information reporting.M FORMCHECKBOX FORMCHECKBOX Security and Confidentiality (MS)No.Security and Confidentiality RequirementsTypeMeetsYes … No3.6.1Contractor must provide and maintain an appropriate information security program to prevent the unauthorized disclosure, misuse, alteration, or destruction of confidential information. Please describe in detail your information security program including, but not limited to:cardsaccount numberspasswordspersonal Identification numberstransactionsMS FORMCHECKBOX FORMCHECKBOX Fraud (M)No.Fraud RequirementsTypeMeetsYes … No3.7.1Contractor must provide external fraud protection coverage for the following types of occurrences including, but not limited to:lost/stolen cardscounterfeit cardsskimmed cardsunauthorized internet transactionsmerchant disputesPlease describe in detail your fraud protection coverage plan.MS FORMCHECKBOX FORMCHECKBOX 3.7.2Contractor must provide program screening activity for external fraud patterns and the process for communicating potential external fraud with cardholders and administrators.Please describe in detail your screening and communication process for potential external fraud.MS FORMCHECKBOX FORMCHECKBOX Disputed Transactions (MS)No.Disputed Transaction RequirementsTypeMeetsYes … No3.8.1The Contractor will be required to propose a resolution procedure for dealing with disputed transactions resulting from unauthorized charges, errors in cardholder billings, or problems with charges for merchandise or services that are not resolved between the cardholder and supplier. Participating agencies intend to pay according to the contract payment terms; however, in instances of dispute the charges must be placed in suspense until there is resolution. The Contractors must propose a timely dispute procedure to ensure that the payment network charge back rights do not expire. If upon resolution of a dispute it is found that the transaction was actually an authorized charge, the Participating Agency will be liable for the payment within the payment terms as described herein.The Contractor shall provide detailed information on the proposed disputed transaction resolution procedures, including:Notification process to Contractor, paper/electronic data interchange/facsimileAbility to dispute transactions electronically as well as track through final resolution of the chargeInstructions for cardholdersInstructions (including invoice adjustments) for billing offices Provisions for prompt investigation of disputed itemsProvisions for reporting/disposition on resolution of dispute to cardholders, approving officials, agency program coordinators, and billing officeProvisions for system identified dispute related credit or payment on resolved disputeMS FORMCHECKBOX FORMCHECKBOX Emergency Cards (MS)No.Emergency CardsTypeMeetsYes … No3.9.1Contractor will be required to provide emergency purchasing cards. Emergency Cards will be used in the event of a natural disaster or as defined in each state’s Participating Addendum. Please describe how you intend to meet this requirement including, but not limited to:Are they active?If not, how are they activated?Do they have limits, etc.? If so, is there a maximum, what is the process for changing/increasing the limits?Do they have purchase limitations? If so, what are they?Are they ever de-activated? If so, what circumstances would occur to make this happen?MS FORMCHECKBOX FORMCHECKBOX Card Acceptance(MS)Card Acceptance is critical to state business and is a scored element of this RFP. Proposers will indicate below the number of accepting locations in each area. Proposers must be able to provide verification of accepting locations upon request. Proposer shall provide proof of acceptance at the request of the Procurement Coordinator. Accepting AreaNumber of Accepting LocationsUnited StatesCanada International (less Canada)APPENDIX H – CATEGORY TWO TECHNCIAL/BUSINESS REQUIREMENTS(Fleet Card ONLY)1.IntroductionThis Appendix contains the detailed technical and business requirements pertaining to Category One. See Section 8 (Evaluation and Award) for a list of other requirements that must be met in order to be considered responsive to this RFP.DES has determined that it is best to define its requirements, desired operating objectives, and desired operating environment. DES will not tailor these needs to fit some solution a Proposer may have available; rather, the Proposer shall propose to meet the DES's needs as defined in this RFP.Appendix F (Category Two Technical and Business Requirements) in its entirety forms the Statement of Work for RFP 00612, Category Two. Responses to Technical and Business RequirementsAll of the requirements described in this section are service levels and terms and conditions that DES expects to be satisfied by the Proposers. Proposers must indicate their willingness and ability to satisfy these requirements.Responses to the requirements in this section must be included in Proposer’s Proposal, Envelope 1 (Refer RFP Section 4). Appendix F must be completed in accordance with the instructions provided herein and submitted with the Proposer’s proposal as specified in RFP Section 4.As applicable, responses to the requirements will be evaluated and awarded points in accordance with RFP Section 8 (Evaluation and Award).Designation of RequirementsThe requirements specified in this Appendix are classified as either mandatory (M), mandatory-scored (MS) or non-mandatory (NM). For all requirements listed in this section, Proposers must:Indicate whether the Proposer agrees to the individual requirement by marking either a “Yes” or “No” in the column next to the requirement; and Provide a thorough narrative response to the requirement labeled with the corresponding requirement number describing your ability to meet the requirement.Note: All requirements which are marked “Yes” in the “Live Demo” column will be scored separately as part of the Oral Presentation/Live Demonstration in accordance with RFP Section 8 (Evaluation and Award).2.Technical RequirementsThis section contains the detailed technical requirements pertaining to Category Two.2.1 Online SystemNo.System RequirementTypeMeetsYes NoLive Demo2.1.1The Contractor shall provide an online (web-based) fleet card data management and reporting system. The online fleet card system must have the capability to perform the following functions, at a minimum during the term of the contract:Data collection and management (Section 2.2)Administration of system and accounts (Section 2.3)Reporting output and data transfer (Section 2.4)Proposers must describe their technical capabilities for interfacing with the internal fleet management systems, data transmission and reporting capabilities based on the Proposer’s most current fleet card management system used by customers (government and/or corporate).M FORMCHECKBOX FORMCHECKBOX Critical to the operation of every participating state is the ability capture and display transaction data as made available from the merchant, as well as overall purchase card program information.Proposers must provide details describing at a minimum, the proposed system design, flexibility, capabilities and how the proposed system will comply with each requirement contained in this section.No.System RequirementTypeMeetsYes NoLive Demo2.2.1Ability for system to allow users to view transactions in real timeM FORMCHECKBOX FORMCHECKBOX Yes2.2.2Allow for system to assignment PIN number to vehicle/driver/departmentM FORMCHECKBOX FORMCHECKBOX Yes2.2.3Ability for system to allow PIN number to be changed for each trip and/or vehicle dispatched via a web-based vehicle reservation system.M FORMCHECKBOX FORMCHECKBOX Yes2.2.4Ability for system to allow user to view card history including, but not limited to:Transaction history, minimum of twenty-four (24) months.Cancelled/ deactivated/ or suspended cards.Changes to card profile and who made themM FORMCHECKBOX FORMCHECKBOX Yes2.2.5Ability for system to allow Program Administrator to add/change/delete without provider approval in real time by an authorized agency administrator:CardsVehiclesDriversPIN numbersCard restrictionsM FORMCHECKBOX FORMCHECKBOX Yes2.2.6Ability for system to initiate/create one-time overridesNM FORMCHECKBOX FORMCHECKBOX Yes2.2.7Ability for system to initiate/create one-time overrides after hours with follow-up notification to Program AdministratorNM FORMCHECKBOX FORMCHECKBOX Yes2.2.8Ability system to allow for a minimum of 50 characters on account codingM FORMCHECKBOX FORMCHECKBOX Yes2.2.9Ability for system to capture and display Level 3 transaction data as made available from the merchantM FORMCHECKBOX FORMCHECKBOX Yes2.2.10Ability for system to allow Program Administrator and cardholder to dispute transaction onlineM FORMCHECKBOX FORMCHECKBOX Yes2.2.11Ability for system to allow Program Administrator to unlock card access based on cardholder three bad loginsM FORMCHECKBOX FORMCHECKBOX Yes2.3 Administration of System AccountsCritical to the operation of every participating state is the ability to administer the system approval process and cardholders’ access and privileges online. The system should also be able to provide automatic, default cost allocations for each transaction and the ability to assign multiple account codes to each transaction as determined by the Agency.Proposers must provide details describing at a minimum, the proposed system design, flexibility, capabilities and how the proposed system will comply with each requirement contained in this section.No.System Administrative RequirementsTypeMeetsYes NoLive Demo2.3.1Ability to customize security features at card level including, but not limited to:Pay at pump onlyDollar transaction limit, maximum monthlySwipe limit, maximum dailyTank capacity limitM FORMCHECKBOX FORMCHECKBOX Yes2.3.2Ability to restrict fuel typeNM FORMCHECKBOX FORMCHECKBOX Yes2.3.3Ability to apply hard limits on quantity of fuel dispensedNM FORMCHECKBOX FORMCHECKBOX Yes2.3.4Ability to restrict maintenance purchasesNM FORMCHECKBOX FORMCHECKBOX Yes2.3.5Ability to have all new cards automatically blocked, requiring activation.M FORMCHECKBOX FORMCHECKBOX Yes2.3.6Ability to activate multiple cards at one timeNM FORMCHECKBOX FORMCHECKBOX Yes2.3.7Ability to choose billing cycle close dataNM FORMCHECKBOX FORMCHECKBOX 2.3.8Ability to roll-up billing to managing account level or bill at department levelM FORMCHECKBOX FORMCHECKBOX Yes2.3.9Ability bill electronically, paperless billingM FORMCHECKBOX FORMCHECKBOX Yes2.3.10Ability to provide federal fuel tax exemption prior to invoicingM FORMCHECKBOX FORMCHECKBOX Yes2.3.11Ability to run transaction as credit with Driver ID promptingNM FORMCHECKBOX FORMCHECKBOX 2.3.12Ability to provide overnight card placementM FORMCHECKBOX FORMCHECKBOX Yes2.3.13Ability to interface with multiple fleet management systems at no charge to customers including, but not limited to:Asset Works (Maximus, M4 and M5)FasterVMTSM FORMCHECKBOX FORMCHECKBOX Yes2.3.15Ability to have cards mailed overnight to name and address requested by the customerM FORMCHECKBOX FORMCHECKBOX Yes2.3.16Ability to assign cards to vehicle or driverM FORMCHECKBOX FORMCHECKBOX Yes2.3.17Ability to pay for electric vehicle charging stationsNM FORMCHECKBOX FORMCHECKBOX 2.3.18Ability to pay for street side parking meter chargesNM FORMCHECKBOX FORMCHECKBOX 2.3.19Ability to contract for Roadside Assistance. Invoicing for Roadside Assistance must not exceed 90 days after date of service.M FORMCHECKBOX FORMCHECKBOX 2.3.20Ability to order replacement cards onlineM FORMCHECKBOX FORMCHECKBOX Yes2.3.21Ability for customizable cards at the agency level, including but not limited to:design specificationsembossing, alpha numericordering process and delivery timelinedepartment cardsM FORMCHECKBOX FORMCHECKBOX 2.4 Output Including Reporting/Data TransferCritical to the operation of every participating state is the ability to generate reports on detailed transaction data. The contractor will be required to provide a system with versatile and comprehensive reporting capabilities.Proposers must provide details describing at a minimum, the proposed system design, flexibility, capabilities and how the proposed system will comply with each system requirement identified below.No.Output including Reporting/Data Transfer RequirementsTypeMeets Yes … NoLive Demo2.4.1Ability to provide detailed level 3 reportingM FORMCHECKBOX FORMCHECKBOX Yes2.4.2Ability to download transaction data dailyM FORMCHECKBOX FORMCHECKBOX Yes2.4.4Ability to provide “exception” reports including, but not limited to:OverridesBack-to-back transactionsFuel typeOver tank capacityMiscellaneous transactionsMaintenance transactionsOdometer input exceptionDecline reportM FORMCHECKBOX FORMCHECKBOX Yes2.4.5Ability for reports to be available in multiple formats (i.e., PDF, text, HTML, browser)M FORMCHECKBOX FORMCHECKBOX Yes2.4.6Ability to schedule on-demand ad-hoc reportsM FORMCHECKBOX FORMCHECKBOX Yes2.4.7Please provide a complete list and description of all standard or “canned” reports availableM FORMCHECKBOX FORMCHECKBOX 2.4.8Please describe in detail the process for ordering custom reportsM FORMCHECKBOX FORMCHECKBOX 3. Business RequirementsThis section contains the detailed business requirements pertaining to Category Two.Customer Service (MS)Customer service and support are key components in the successful operation of any card program. Proposers submitting the most comprehensive Customer Service Proposal will receive the highest number of allowable points. Please describe in detail how you intend to meet the minimum requirements below. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Contractor’s system of support for each state will include:No.Customer Service RequirementTypeMeetsYes No3.1.1Please describe in detail your secure authorized support system (s) that would be available at all various hierarchical levels of the Program.MS FORMCHECKBOX FORMCHECKBOX 3.1.2Contractor will be required to provide a designated customer service team per state familiar with all aspects of the WSCA/NASPO Commercial Cards Solutions contract. The designated customer service team may provide service to multiple states as long as customer service level meets states requirements. Please describe in detail your proposal for providing a designated customer service team for each state.MS FORMCHECKBOX FORMCHECKBOX 3.1.3Contractor will be required to provide a domestic and International toll-free number available to cardholders 24/7 365 days/yr. Please provide the customer service numbers available to cardholders. Please indicate what cardholder support would be available at this number, including but not limited to:reporting lost or stolen cardscardholder transaction informationcardholder general account informationcardholder ability to have a card unlockedMS FORMCHECKBOX FORMCHECKBOX 3.1.4Contractor will be required to provide at least one (1) designated Relationship Manager assigned in each participating state familiar with all aspects of the WSCA/NASPO Commercial Card Solutions contract. Relationship Manager must be available to Program Administrators and Contract Administrator Monday through Friday during regular business hours. Relationship Manager may provide service to multiple states as long as service level meets states requirements. Relationship Manager will provide managing account support to Program Administrators, contract support to Contract Administrators in each state. Please describe in detail how you meet this requirement.MS FORMCHECKBOX FORMCHECKBOX 3.1.5Contractor will be required to provide at least one (1) designated Account Coordinator assigned to each state familiar with all aspects of the WSCA/NASPO Commercial Card Solutions contract and available to the Participating State/Agency’s Program Administrators during the Participating State/Agency’s regular business hours to assist with day-to-day program management. Account Coordinator will provide day-to-day account management support to Program Administrators. Account Coordinator may provide service to multiple states as long as service level meets states needs. Please describe in detail how you meet this requirement.MS FORMCHECKBOX FORMCHECKBOX 3.1.6Contractor will be required to assure internal staff are trained and educated all aspects of the WSCA/NASPO Commercial Card Solutions Contract. Please describe in detail your internal staff training/education plan for support of this contract.MS FORMCHECKBOX FORMCHECKBOX 3.1.7Contractor will be required to benchmark customer. Please describe your internal customer service responsiveness benchmarks, how are they defined, monitored, and adjusted to meet customer needMS FORMCHECKBOX FORMCHECKBOX 3.1.8Contractor will be required to have an established escalation process. Please describe in detail your escalation point(s) of contact for cardholders, program administrators, contract administrator.MS FORMCHECKBOX FORMCHECKBOX 3.1.9Please describe in detail any additional customer support services you provideMS FORMCHECKBOX FORMCHECKBOX Implementation/Transition (MS) The time line and assigned resources of the multi-state implementation/transition to a new Contractor are critical. Contractor will be responsible to fully cooperate with current Contractor and State during all phases of the implementation/transition. The contractor must notify DES in writing of any changes to key personnel at any time during the implementation/transition phase. DES reserves the right to request a change in key personnel at any time. Key personnel could be implementation/transition project manager, technology resource, implementation coordinator, etc. Please describe in detail how you intend to meet the requirements below.Response should be clear and concise. System screenshots may be included where appropriate. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Proposer’s Implementation/Transition Response will include: No.Implementation RequirementTypeMeetsYes No3.2.1Contractor will be required to allow multiple agencies/organization in all participating states to participate in this contract. Please describe in detail your agency/participant qualification, enrollment, and set-up process with a sample of any documentation/form(s) that will be required by agency/participant prior to participation in the WSCA Master Agreement.MS FORMCHECKBOX FORMCHECKBOX 3.2.2Contractor must have a pre-established account set-up process that may be customized based on the needs of each participating state. Please describe in detail your account set-up process including, but not limited to:Roles and responsibilities of Customer and ContractorTimeline for set-up processMS FORMCHECKBOX FORMCHECKBOX 3.2.3Contractor will be required to provide custom extract files at the request of state/participant. Please describe in detail your process for setting up a custom extract file creation including, but not limited:Roles and responsibilities of Customer and ContractorTimelineCostMS FORMCHECKBOX FORMCHECKBOX 3.2.4Contractor will be required to provide electronic access to online system for Customer testing during all phases of the account setup process. Please describe in detail your ability to meet this requirement.MS FORMCHECKBOX FORMCHECKBOX 3.2.5Contractor will be required to provide an Implementation/Transition Communication plan. Please describe in detail your implementation/transition communication plan including, but not limited to:Staff resourcesMethod(s) of communicationTiming(s) of communicationMS FORMCHECKBOX FORMCHECKBOX 3.2.6Contractor will be required to provide a timeline for implementation. Please describe in detail your complete implementation process including any available customization ability.MS FORMCHECKBOX FORMCHECKBOX 3.2.7Please describe in detail your card embossing, production, distribution, and activation process. MS FORMCHECKBOX FORMCHECKBOX 3.2.8Contractors will be required to provide an Implementation/Transition Training plan. Please describe in detail how you meet this requirement. MS FORMCHECKBOX FORMCHECKBOX 3.2.9Contractor will be required to provide qualified personnel resources during the implementation/transition process. Please describe in detail your company’s ability to provide an implementation resource’s roles, responsibilities, and level of expertise as a part of this contract.MS FORMCHECKBOX FORMCHECKBOX Training (MS) Proposers providing the highest level of complete and continuing training will receive the most points. Each individual state may have additional training requirements and will be negotiated in their individual Participating Addendum. Narrative Response should be clear and concise. System screenshots may be included where appropriate. DO NOT INCLUDE MARKETING MATERIALS IN YOUR RESPONSE. At a minimum, Proposer’s Training Response will include:No.Training RequirementTypeMeetsYes No3.3.1Contractor will be required to provide ongoing training for the life of the contract. Please describe in detail the resources providing the ongoing training including, but not limited to:Training resource nameTraining resource qualificationsMS FORMCHECKBOX FORMCHECKBOX 3.3.2Contractor will be required to provide Online Web-Based training. Please describe in detail your online web-based training options including, but not limited to:Transaction Management; Reporting; System administrationMS FORMCHECKBOX FORMCHECKBOX 3.3.3Contractor will be required to provide Onsite/Classroom training for Program Administrators. Please describe in detail your onsite/classroom training options including, but not limited to:TypeFrequencyMS FORMCHECKBOX FORMCHECKBOX 3.3.4Contractor will be required to provide Onsite User Group Forums. Please describe in detail your Onsite user Group Forum plan including, but not limited to:Optional training, what type of training will you provideFrequencySubject matter expert presentationsOpportunity for customers to discuss issues and concernsMS FORMCHECKBOX FORMCHECKBOX 3.3.5Contractor will be required to provide Written User Reference Guides, either extensive or quick guides. Please describe in detail the written user reference guides you provide.MS FORMCHECKBOX FORMCHECKBOX Payment Terms/Late Payment Penalties(MS)No.Payment Terms/Late Payment PenaltiesTypeMeetsYes … No3.4.1Contractor shall provide a properly completed invoice to Customer. Each invoice shall be identified by the associated Contract Number for each participating state. Invoices for payment will accurately reflect all discounts due the customer. MS FORMCHECKBOX FORMCHECKBOX 3.4.2The full amount of each Participating Agency’s monthly balance or billing cycle balance, except for disputed or reported fraud items, will be due within forty-five (45) days from the billing cycle date of the Contractor invoice. If the Invoice is not postmarked within three business days after the billing cycle, the pay term can be extended the equal number of days between the third day after the billing cycle and the actual latest postmark date of the Statement. MS FORMCHECKBOX FORMCHECKBOX 3.4.3Payment will be made to the Contractor via check, cash warrant, bank wire, automated clearing house, and/or electronic funds transfer at the Participating Agency’s option. Payment sent via mail is considered paid on check or electronic issue date as long as postmarked by the third day after check issue date. If the check is not postmarked by the third day after the check issue date, the check posting date will be extended the equal number of days between the third day after check issue date and the actual postmark date of the payment envelope.MS FORMCHECKBOX FORMCHECKBOX 3.4.4Per RCW 39.76, if a customer fails to make timely payment(s), Contractor may invoice for 1% per month on the amount overdue or a minimum of $1.00. Payment will not be considered late if an automatic or electronic payment is released from Customer’s back, or a check or warrant is postmarked, within the time specified. Notwithstanding, Contractor will automatically charge a late fee if the payment is not posted by the time specified on the billing statement. This provision may not apply in every state. Other participating states may have their own rules regarding late payment penalties and will be addresses in their Participating Addendum.MS FORMCHECKBOX FORMCHECKBOX 3.4.5Contractor must provide detailed information and electronic copies for the proposed payment system, including, but not limited to:Forms of accepted paymentPaper hard copy invoices/paymentElectronic invoices/payment including necessary hardware/softwareInvoice adjustmentsLate payment collection and suspension policiesInvoice forms and reportsCollection on delinquent accountsMS FORMCHECKBOX FORMCHECKBOX Liability (M)No.Liability RequirementsTypeMeetsYes … No3.5.1Contractor agrees that DES, WSCA/NASPO Participating States, and all Participating Agencies shall only be liable for the use of their cards with corporate liability on acquisitions that are authorized transactions. Authorized transactions are defined as acquisitions which meet the following requirements:Where the Participating Agency authorized the employee as a purchase card userWithin cardholder setup limits and restrictions specified by each Participating AgencyWhere transactions are authorized by the merchant in accordance with established payment card association rules and regulationsThe Participating Agency receives the product, commodity, service, etc.The use of the purchase card outside of this definition is defined as an unauthorized transaction and is outside the scope of State, WSCA/NASPO Participating States, or Participating Agency liability. M FORMCHECKBOX FORMCHECKBOX 3.5.2DES and the Contractor through mutual agreement shall establish procedures for reporting lost or stolen cards and stolen cardholder account numbers. The State and all Participating Agencies shall have no liability for lost or stolen cards or fraudulent use of any corporate liability cards. The Contractor shall report to the Cardholder and the Agency Program Administrator reported fraud transactions and the resulting credit issuance or payment due determinations through immediate system generated letters and within monthly management information reporting.M FORMCHECKBOX FORMCHECKBOX Security and Confidentiality(MS)No.Security and ConfidentialityTypeMeetsYes … No3.6.1Contractor must provide and maintain an appropriate information security program to prevent the unauthorized disclosure, misuse, alteration, or destruction of confidential information. Please describe in detail your information security program including, but not limited to:CardsAccount numbersPasswordsPersonal Identification numbersTransactionsMS FORMCHECKBOX FORMCHECKBOX Fraud (MS)No.Security and ConfidentialityTypeMeetsYes … No3.7.1Contractor must provide external fraud protection/program screening coverage for the following types of occurrences including, but not limited to:Lost/Stolen CardsCounterfeit CardsSkimmed CardsUnauthorized Internet TransactionsMerchant DisputesFraud PatternsCommunication with cardholder/program administratorsPlease describe in detail your ability to meet this requirement.MS FORMCHECKBOX FORMCHECKBOX Disputed Transactions(MS)No.Security and ConfidentialityTypeMeetsYes … No3.8.1The Contractor will be required to propose a resolution procedure for dealing with disputed transactions resulting from unauthorized charges, errors in cardholder billings, or problems with charges for merchandise or services that are not resolved between the cardholder and supplier. The Contractors must propose a timely dispute procedure to ensure that the payment network charge back rights do not expire. If upon resolution of a dispute it is found that the transaction was actually an authorized charge, the Participating Agency will be liable for the payment within the payment terms as described herein. The Contractor shall provide detailed information on the proposed disputed transaction resolution procedures, including:Notification process to Contractor, paper/electronic data interchange/facsimileAbility to dispute transactions electronically as well as track through final resolution of the chargeInstructions for cardholdersInstructions (including invoice adjustments) for billing offices Provisions for prompt investigation of disputed itemsProvisions for reporting/disposition on resolution of dispute to cardholders, approving officials, agency program coordinators, and billing officeProvisions for system identified dispute related credit or payment on resolved disputeIntegrating state-owned fueling facilitiesMS FORMCHECKBOX FORMCHECKBOX Product Codes (MS)No.Product CodesTypeMeetsYes … No3.9.1Contractor will be required to work directly with the State to develop effective strategies to address product code errors with merchants. Provide example(s) of how your company works with merchants in correcting errors to ensure accurate fuel usage reporting and tax collection.MS FORMCHECKBOX FORMCHECKBOX ................
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